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Adding Google Chat as a communication channel

An administrator can add Google Chat as a communication channel in BMC HelixGPT to make the BMC Helix application support easier for users. This integration helps reduce response times and lets users get help without switching applications.
It supports secure two-way messaging between Google Chat and BMC HelixGPT via a webhook, enabling users to communicate with their BMC Helix application through Google Chat.

Information
Scenario

 

Apex Global, a large retail enterprise, uses Google Workspace as its primary collaboration platform. Each week, the IT team hosts a recurring IT Support & Operations meeting to address common employee issues and requests.

Google automatically creates a Google Chat space named IT Support & Operations for the meeting. As part of its digital support modernization initiative, Jonnie, the IT administrator, adds BMC HelixGPT to this Chat space.

During the meeting or whenever employees use the space, participants can interact with BMC HelixGPT using simple mentions and natural-language commands.

For example:

@HelixGPT, how do I reset my corporate password?

BMC HelixGPTinstantly responds in the Google Chat space with clear steps, self‑service instructions, or a direct link to the password reset process.

Later, another employee requests a list of incidents assigned to him:

@HelixGPT, show the incidents assigned to me.

BMC HelixGPTconfirms the request and displays all incidents assigned to the user in the Google Chat interface itself.

By using the existing Google Chat space tied to the meeting, employees like Laura no longer need to switch to a separate support portal to ask basic questions or raise issues.

Google Chat has the following limitations:

  • Supports only plain text input and output.
  • Cards are not supported. The agent cannot display rich layouts that combine text, images, or structured elements.
  • Does not support interactive UI actions, such as buttons, visual multi‑select lists, or calendar selections.
  • Interactions that require complex user selections, such as navigating detailed service request catalogs, do not display fully in plain text.
  • Feedback actions, such as thumbs up or thumbs down, are not supported.
  • Does not support image upload, image output, and image analysis.

Before you begin

You must have access to the Google Cloud Console with permission to create projects and credentials.

Process overview

To add Google Chat as a communication channel in BMC HelixGPT, administrators must perform the following tasks:

Process overview_3.png

To create an application, set up Google Chat API, and generate OAuth tokens

Perform the following steps to establish the identity of the Google Chat app and generate the credentials that BMC HelixGPT requires.

  1. Log in to the Google Cloud Console.
  2. Create a project:
    1. In the top header, click the project selector and select New project.
    2. Enter a descriptive project name, such as BMC-HelixGPT-Chat-App, and click Create.
  3. Enable the required APIs:
    1. Navigate to APIs & Services and select Library.
    2. Search for Google Chat API and click Enable.
    3. (Optional) Search for and enable Google Workspace Marketplace SDK if you plan to publish the app across your organization.
  4. Configure the Google Chat API:
    1. Navigate to APIs & Services > Enabled APIs & Services and select Google Chat API.
    2. Click the Configuration tab.
    3. In the Application info section, enter an app name, such as HelixGPT Assistant, and specify an avatar URL.
    4. In the Interactive features section, make sure that Enable interactive features is enabled.
    5. In the Connection settings section, paste the webhook or endpoint URL that you copied from HelixGPT Agent Studio into the App URL or Endpoint URL field.
  5. Create OAuth credentials:
    1. Go to APIs & Services > Credentials.
    2. Click Create credentials > Service account.
    3. Follow the prompts to name the service account, and then click Done.
    4. Select the newly created service account email, open the Keys tab, and click Add key > Create new key.
    5. Select JSON as the key type and click Create.
    6. Save the downloaded JSON file.
    7. Use this file while adding Google Chat as a communication channel in HelixGPT Agent Studio.
  6. Open oauthplayground.
  7. Configure OAuth credentials:
    1. Click the gear icon.
    2. Enable Use your own OAuth credentials.
    3. Enter your Client ID and Client Secret.
  8. Authorize the APIs

    1. In Step 1, enter the scope https://www.googleapis.com/auth/chat.messages.create and
      optionally https://www.googleapis.com/auth/chat.spaces.readonly to list the spaces.

    2. Click Authorize APIs.

  9. Exchange the authorization code
    1. In Step 2, click Exchange authorization code for tokens.
  10. Capture the refresh token
    1. Copy the refresh_token.
    2. Paste it into the HelixGPT Configuration JSON and OAuth Payload Mapping.

To add Google Chat as a communication channel in HelixGPT Agent Studio

Perform the following steps in HelixGPT Agent Studio:

  1. Select an application from the Application list.
  2. Select an appropriate skill for the application you select.
  3. Click the Channels tab.
  4. Click Add Channel.
    The Add Channel dialog box is displayed.
  5. Select Custom Webhook from the Channel list and click Add.​Data URI image​
  6. On the Add Channel dialog box, enter the values for the following fields:

     

    FieldDescription
    ChannelCustom channel name
    NameName of the custom channel
    DescriptionCustom channel description
    Webhook URLThis field is populated automatically. It is the endpoint URL that you provide when configuring the webhook in a custom channel.
    Custom Bot IDApp ID that you copied earlier.
    Custom App PasswordEnter the verification Token that you copied earlier.
    Configuration*

    Defines core logic, OAuth config, stream behavior, and alias values.

    Click here to view the configuration value

    {
      "authorizationUrl": "https://oauth2.googleapis.com/token",
      "staticServiceUrl": "https://chat.googleapis.com/v1/{conversationId}/messages",
      "verifyAccountChatIdMapping": "conversationId",
      "isGroup": false,
      "enableCache": false,
      "authType": "bearer",
      "contentType": "json",
      "appendConversationPathToEndpoint": true,
      "streamChunkInitialThreshold": 10,
      "streamChunkFirstMultiplier": 5,
      "streamChunkSubsequentMultiplier": 3,
      "messageTypeAlias": "MESSAGE",
      "typingTypeAlias": "",
      "streamEntityTypeAlias": "",
      "streamTypeStreamingAlias": "",
      "streamTypeInfoAlias": "",
      "streamTypeFinalAlias": "",
      "atMentionStartTag": "<users/",
      "atMentionEndTag": ">",
      "refresh_token":"104zy_RLYPJxIjCgYIARAAGAQSNgF-L9Ir655EMuvgvXDPsnNPYawu8H5Uj8ovYNlg7h86BxhEfy7_QlMPQTh5KX_sPhi8mhjasg",
      "grant_type":"refresh_token"
    }

    Incoming Payload Mapping*

    Imports channel webhook data into BMC HelixGPT.

    Click here to view the configuration value

    {
      "text": "message.text",
      "type": "type",
      "timestamp": "message.createTime",
      "id": "message.name",
      "conversationId": "message.space.name",
      "channelId": "space.name",
      "fromId": "user.name",
      "recipientId": "space.name",
      "platform": "space.spaceType",
      "fromName": "user.displayName",
      "aadObjectId": "user.name",
      "threadName": "thread.name"
    }

    Outgoing OAuth Payload Mapping*

    Generates access token requests.

    Click here to view the configuration value

    {
      "clientKey": "client_id",
      "clientSecretKey": "client_secret",
      "refresh_token": "refresh_token",
      "grant_type": "grant_type"
    }

    Outgoing Payload Mapping*

    Structures the message sent to the channel.

    Click here to view the configuration value

    {
      "text": "text",
      "threadName": "thread.name"
    }

    User Identity Mapping*

    Identifies and resolves the user for personalized conversations.

    Click here to view the configuration value

    {
      "platform": "platform",
      "channelId": "channelId",
      "conversationId": "conversationId",
      "fromId": "chatUserId",
      "fromName": "userName",
      "recipientId": "recipientId",
      "aadObjectId": "aadObjectId"
    }

  7. Click Save.
     

Result

The following image shows successful configuration of Google Chat to work with BMC HelixGPT.

<Screenshot>

Related topics

Adding WhatsApp as a communication channel

Adding Slack as a communication channel

 

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BMC HelixGPT 26.2